Quick answer
Stop the water first. Then call a water damage restoration company to remove the water and dry the house, a plumber to fix the pipe or fixture, and your insurance company to open a claim. A roofer handles roof leaks, and your water utility handles leaks on the street side of the meter.
Plumber, restoration company, or insurer: who does what?
- Water damage restoration company. Extracts standing water, measures moisture in walls and floors, removes materials that cannot be dried, sets air movers and dehumidifiers, and documents readings for your insurer.
- Plumber. Finds and repairs the failed pipe, supply line, drain, or water heater. Most plumbers do not dry out the structure.
- Roofer. Repairs leaks from the roof, flashing, or vents. If rain is coming through a top-floor ceiling, this is likely your call.
- Water utility. Handles leaks at the meter or in the street. The pipe on the house side of the meter is usually the owner's responsibility.
- Insurance company. Opens the claim, assigns an adjuster, and tells you what it needs before repairs start.
Who should you call first?
- 911 if anyone is in danger, you smell gas, or you see sparking.
- Shut off the water at the main valve, or at the fixture's own valve.
- Restoration company for water removal. Wet materials should be dried within 24 to 48 hours to prevent mold (EPA), so this call is time-sensitive.
- Plumber to repair the source. This can happen at the same time; many restoration crews can recommend one.
- Your insurer to report the claim. Insurers usually expect you to report quickly and take reasonable steps to stop further damage (Washington Office of the Insurance Commissioner).
Water still coming in or standing? A local restoration company can start water removal now.
Call (866) 217-4054Who do you call for a leak in the ceiling?
- Under a bathroom, kitchen, or laundry room: almost always plumbing. Turn off that fixture's valve or the main, then call a plumber and a restoration company for the wet drywall and insulation.
- Top floor, and only when it rains: likely the roof. Call a roofer for the repair, and a restoration company if the ceiling, insulation, or walls are soaked.
- Near an air handler or in summer: often an overflowing AC condensate pan or a clogged drain line. An HVAC technician fixes the cause.
- More detail: water leaking through the ceiling.
If the ceiling is sagging or bulging, keep everyone out of the room. Wet drywall can come down without warning.
Who do you call when the basement floods?
Call a restoration company for extraction, since standing water has to come out before anything can dry. Then match the second call to the cause:
- Burst supply line or water heater: a plumber.
- Failed sump pump: a plumber or a sump pump installer.
- Water coming through walls or the floor after rain: see the water in the basement after rain guide.
Who do you call for a sewage backup?
A plumber clears the blockage in the line. A restoration company handles cleanup. Sewage is Category 3 water, which can carry harmful bacteria and viruses, and the industry standard calls for contamination controls and protective gear (IICRC). This is not a job to do yourself. See clean, gray, and black water for why.
What should you ask a restoration company before work starts?
- How soon can someone be here, and is that a crew or an inspector?
- Will you take moisture readings and keep a daily drying log I can share with my insurer?
- Will you work with my insurance company and adjuster?
- Can I get a written estimate or scope of work?
- Are you licensed and insured where required, and can you show proof?
Read the work authorization before you sign it. It is a contract, so check what you are agreeing to pay for and how billing works if insurance does not cover everything.
Common questions
Should I call my insurance company or a restoration company first?
Stop the water, then call both the same day. Drying needs to start fast, and most policies expect you to prevent further damage. Photograph everything before work begins so the adjuster can see the original damage.
Does a plumber dry out water damage?
Usually not. A plumber stops and repairs the leak. Drying walls, floors, and cabinets takes moisture meters, air movers, and dehumidifiers, which restoration companies use.
Who do I call for water damage outside the house?
A leak at the meter or in the street goes to your water utility. A broken outdoor spigot or irrigation line goes to a plumber. If the water has gotten into the house, add a restoration company.